Propelus
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Customer Support Specialist
Customer SupportCustomer SupportFull TimeRemoteTeam 201-500Since 2001H1B No SponsorCompany SiteLinkedIn
Location
United States
Posted
3 days ago
Salary
$18 - $21 / hour
Associate Degree2 yrs expEnglishVo IPGo
Job Description
• Multichannel Inbound Support: Provide expert assistance via live chat, email, and phone. Inbound phone support will account for 80–100% of your daily activity.
• Efficiency & Quality: Maintain a high performance standard, consistently resolving a minimum of 8 tickets per hour while maintaining top-tier customer satisfaction scores.
• AI-Augmented Workflow: Work alongside our AI agents, who handle initial triage. You will step in to manage complex human interactions and ensure a seamless customer journey.
• Problem Solving: Go beyond the script to troubleshoot software bugs and navigation issues. You will be the "power user" of the CE Broker platform.
• Voice of the Customer: Proactively surface product feedback and recurring friction points to our internal teams to help improve the CE Broker user experience.
• Process Improvement: Collaborate with the team to enhance our internal knowledge base and streamline support documentation.
Job Requirements
- SaaS Support Experience: 2+ years in a contact center or technical support role, specifically within the SaaS industry.
- Proficiency with Zendesk (or a similar CRM) is required. You must be comfortable navigating deep ticket histories and utilizing macros efficiently.
- A positive mindset toward the evolution of AI in the workplace and a proven ability to learn new software platforms quickly.
- Excellent verbal and written English. You can translate technical concepts into simple, friendly instructions for non-technical users. (Fluency in Spanish is a major plus!)
- Associate’s degree or higher is preferred.
- Remote Work Requirements: A quiet, dedicated, and professional home workspace. High-Speed Internet: Minimum 25–50 Mbps download / 5–10 Mbps upload. VOIP Stability: A stable connection capable of supporting consistent, high-quality phone calls throughout your entire shift.
Benefits
- Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.
- Professional development allowance to help you grow in the ways that mean the most to you.
- Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
- For US Employees: 401K with company matching, as well as financial planning education and resources.
- Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
- Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
- For LATAM Employees: Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
- Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
- We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.
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